in our customer service survey?

In Autumn 2009, numero commissioned research into the customer service performance of over eighty leading businesses operating in the retail, leisure, financial services, entertainment, healthcare, logistics, travel and utilities sectors.

The objective of the research was to establish a benchmark on which any consumer-focused business can evaluate its own performance. The research investigated two key areas of customer interaction:

• the voice channel (agent and IVR)
• the non-voice channel (email, web forms, web chat, online FAQs and SMS messages).

Each of the organisations selected for the fieldwork was ‘blind tested’ using a structured methodology and rated according to their performance using a balanced scorecard approach.

Amongst many findings, the research established good, bad and median performance in relation to the:

• Time taken to identify the right point of contact for a customer service enquiry
• Stated service level and actual response time for email enquiries
• Quality and relevance of online FAQ’s (or their equivalent) and webchat
• Existence and quality of SMS as a consumer enquiry channel.

As a result of the research and the report to be published at the CCA Conference in November, you will be able to see the best, worst and median performance for consumer experiences in the UK. Of course, as one of the organisations sampled in the fieldwork process, we recognise that you may wish to have a sneak preview of the findings and your specific results. If you wish to gain an insight in to your performance , simply contact us using the contact form stating “SNEAK” and we will be pleased to provide with some of the information you require. You will then be sent a copy of the report after it is published at the CCA Conference.

Please also note that only a limited number of copies of the report will released free-of-charge, to qualifying professionals. To request a free copy, simply complete the feedback form opposite stating the subject of “BENCHMARK” and we will send you a copy after the official launch at the CCA Conference.